Bad customer feedback

I am highly unsatisfied with the customer service i have been receiving. i was handed over by discovery to BA ITC after making an arrangement with someone at Discovery. I have settled the full outstanding amount by paying it off monthly. I requested a settlement letter and confirmation of removal from ITC(WHICH WAS PLACED WRONGFULLY), but to date no one has come back to me. I just receive confirmation that someone is forwarding my request. They are quick to call you if you owe them, but not returning a customer's request is unsatifactory. Reference number is: ***